Endpoint Agent version 1.240.1 and 1.240.2 Windows x64 failed to run and automatically update
Incident
Report for ThousandEyes
Resolved
The issue has been resolved.
Additional notes:
The problematic Endpoint Agent releases (versions 1.240.1 and 1.240.2 for Windows x64) have stopped being advertised to all agents.
In a small number of cases, manual intervention may be required for agents already updated to these versions. Further details and remediation steps will be communicated to affected customers.
Additional notes:
The problematic Endpoint Agent releases (versions 1.240.1 and 1.240.2 for Windows x64) have stopped being advertised to all agents.
In a small number of cases, manual intervention may be required for agents already updated to these versions. Further details and remediation steps will be communicated to affected customers.
Investigating
The Windows x64 Endpoint Agent installers for versions 1.240.1 and 1.240.2 fail to correctly install the required Microsoft Visual C++ runtime components.
On affected devices, this issue causes both new agent installations and manual updates to these versions to fail. In cases where automatic updates are applied, the ThousandEyes agent services, including the updater, fail to run due to the missing components. Because the updater is also impacted, the issue does not self-heal with subsequent agent releases.
The Windows x86 1.240.1 and 1.240.2 Endpoint Agent installer or other platforms are not affected.
Proposed Fixes:
Manually install the latest Endpoint Agent release (2.3.1).
Manually install the Microsoft VC x86 runtime: https://aka.ms/vs/17/release/vc_redist.x86.exe
On affected devices, this issue causes both new agent installations and manual updates to these versions to fail. In cases where automatic updates are applied, the ThousandEyes agent services, including the updater, fail to run due to the missing components. Because the updater is also impacted, the issue does not self-heal with subsequent agent releases.
The Windows x86 1.240.1 and 1.240.2 Endpoint Agent installer or other platforms are not affected.
Proposed Fixes:
Manually install the latest Endpoint Agent release (2.3.1).
Manually install the Microsoft VC x86 runtime: https://aka.ms/vs/17/release/vc_redist.x86.exe
This incident affected: Agent Configuration and Data Collection (Endpoint Agents: Test assignment and configuration controller).